Joel Nicolas Email & Phone Number

-Assessed skill gaps for employees and developed training materials to address identified needs - successfully reduced backlog of 1000+ help-desk tickets to 0 in less than 12 months.-Developed surveys to measure staff efficiency and collaborated with the leadership team to create individualized coaching plans for their teams.-Consolidated resources and created a centralized internal knowledge base to help staff locate information quickly and effectively.-Shifted culture and improved team morale by cultivating relationships with both leadership and the staff and positioning myself as a trusted source for feedback and accountability.-Increased team camaraderie and engagement by leading a diversity, equity, and inclusion workshop highlighting the unique cultures within of the team.

Boston, Massachusetts, United States

-Led a team of 16 AmeriCorps teachers, and utilized performance management tools to set expectations and identify individual strengths and areas for development.-Provided coaching for teachers to improve confidence with student interventions by observing and ensuring proper utilization of appropriate and effective de-escalation techniques.-Collaborated with other managers to assess progress and develop service improvements, tools, resources and training.-Engaged in structured discussions and training on diversity, inclusion, equity, and belonging aimed at developing stronger cultures competency.

North Chelmsford, Massachusetts, United States

-Demonstrated nimble learning by comprehending new control systems in record time and effectively researching, testing and evaluating new A/V products for clients-Performed pre-sales site visits, evaluate client needs and document the necessary information to complete quotes and develop contracts Provided audio signal flow, controlled circuit, and AV system designs for site installations.• Performed pre-sales site visits, evaluated A/V solution needs, and documented information necessary to complete new quotes.• Designed and delivered audio and video solutions for current and potential accounts by serving on the help desk team. Understand and provide audio signal flow, control circuit, and AV system designs for site installations• Perform pre sales site visits, evaluate A/V solution needs, and document information necessary to complete new quotes for future AV installations and upgrades.• Field AV Support Calls including ticket creation, proper triage of ticket, plan of action to fix issues and follow-up with the customer via email and phone.• Install and support the audio/video components of digital recording systems, digital security surveillance systems, and video conferencing systems• Travel to sites for scheduled installation, site-visits, support issues 10-25% annually.• Provide AV materials lists needed for estimating jobs for both installations and resolving support issues when necessary.• Research, test, and evaluate new AV products (controls, DSPs, microphones, cameras, presentation)• Design and deliver audio and video solutions for current and potential accounts

Boxford, Massachusetts, United States

• Respond to fire alarms with assigned company; lay and connect hose; maintain pumping apparatus; hold nozzles and direct water streams; raise and climb ladders; ventilate burning structures; enter buildings to evacuate occupants.• Conduct trainings and execute the operation of emergency medical equipment such and defibrillators, EKG’s,glucometer ex.• Respond to emergency medical incidents such as auto accidents, gas system leaks and animals in distress; analyze patient needs and administer advance emergency medical until relieved by proper medical personnel; if a Firefighter/Paramedic, may direct the activities of staff when responding to medical emergencies.• Attend special instruction in firefighting emergency medical techniques; perform drills with other engine company staff; become familiar with city layout, established response routes and hydrant system; prepare and maintain a variety of firefighting pre plan drawings and schematics.• Assessed conditions and responded quickly to high pressure situations. • Provided first emergency response, contained fires, assisted victims.